A computer-implemented method for communication analysis includes monitoring (60) communication sessions, which are conducted by entities in a communication network. Identifiers that identify the entities are extracted (64) from the monitored sessions. The identifiers extracted from the sessions are grouped (68) in respective identity clusters, each identity cluster identifying a respective entity. A subset of the identity clusters, which includes identifiers that identify a target entity, is merged (72, 76, 80) to form a merged identity cluster that identifies the target entity. An activity of the target entity in the communication network is tracked (84) using the merged identity cluster.
Included are embodiments for recording data from a communication. At least one embodiment includes a system for recording data from a communication. Embodiments of a system include a controller component configured to receive control data associated with a communication and a first switching component configured to receive media data associated with the communication from a first communications device via a first receive port. Similarly, some embodiments include a recording component coupled to the connection line, the recording component configured to receive at least a portion of the media data from the connection line.
Systems and methods of partial shift swapping are disclosed. An exemplary method comprises: receiving a partial shift swap request to swap a portion of a shift; and updating a schedule to reflect the partial shift swap request. The request is to swap a portion of the shift from an offering agent to an accepting agent. The shift has a date and at least one time range indicating the portion of the shift time range to be re-assigned to the accepting agent.
G06F 15/02 - Digital computers in general; Data processing equipment in general manually operated with input through keyboard and computation using a built-in program, e.g. pocket calculators
4.
SYSTEMS AND METHODS FOR MONITORING INFORMATION CORRESPONDING TO COMMUNICATION SESSIONS
Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from the long term storage; populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage; determining that additional information corresponding to the communication session is required for use; and extracting an additional portion of the information from the long term storage.
H04J 3/16 - Time-division multiplex systems in which the time allocation to individual channels within a transmission cycle is variable, e.g. to accommodate varying complexity of signals, to vary number of channels transmitted
G06F 17/30 - Information retrieval; Database structures therefor
5.
SYSTEMS AND METHODS FOR ANALYZING COMMUNICATION SESSIONS USING FRAGMENTS
Systems and methods for analyzing communication sessions using fragments are provided. In this regard, a representative method includes: delineating fragments of an audio component of a communication session, each of the fragments being attributable to a party of the communication session and representing a contiguous period of time during which that party was speaking; and automatically assessing quality of at least some of the fragments such that a quality assessment of the communication session is determined.
Systems and methods for recording in a customer center environment are provided. In this regard, a representative method comprises: receiving data related to a communication; communicating with a recording system to determine the processing capabilities of the recording system; determining whether to adjust packet size of the data based on the processing capabilities of the recording system; responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the processing capabilities of the recording system; and transmitting the data with the adjusted packet size to the recording system.
Embodiments of the present invention provide systems and methods for recording media communications, an exemplary method is comprised of the following steps: receiving instructions at a gateway to record an incoming call; receiving the incoming call from a calling communication device; determining whether to record the incoming call based on the received instructions; routing the incoming call to a called communication device in a customer center; responsive to the determination to record the incoming call, duplicating the media communications via the gateway; transmitting the duplicated media communications associated with the incoming call via the gateway; and recording the duplicated media communications.
The present invention comprises a system and method for controlling the rate a data encoder generates compressed data. The system and method are preferably implemented as program code stored and executed by a processor or computer that is interfaced to standard variable or constant bit rate encoders known in the art. The system preferably encodes and compresses video signals received from a camera, and controls the rate at which the compressed data is generated by the encoder so that storage capacity reserved for the compressed data will not be exceeded. The device preferably takes advantage of periods when the data generation rate is low to increase the quality of video data generated during periods of high activity.
H04N 7/12 - Systems in which the television signal is transmitted via one channel or a plurality of parallel channels, the bandwidth of each channel being less than the bandwidth of the television signal
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